We are seeking a Customer Solutions Engineer to handle pre and post-sale technical activities and ensure:
- Understanding the customer needs
- Proposed tailored solutions to customers
- Successful deployment and support of Waterfall Solutions at customer sites.
This role involves close collaboration with the sales and the customers, providing both technical expertise and hands-on assistance during sales process, system implementation and ongoing maintenance.
Responsibilities:
- Working closely with sales teams on proposals and sales presentations.
- Acting as a technical expert in meetings with customers and prospects.
- Collaborating with customers to advise effective solutions incorporating our products.
- Comprehending customer needs and devise solution requirements.
- Answering customer requests for information as well as proposal requests.
- Develop requirements and turn them into functional solutions.
- Executing Demos and POCs on customer site.
- Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events.
- Perform onsite and remote installations of Waterfall products worldwide.
- Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
- Conduct onsite customer training during initial installation and as needed thereafter.
- Manage assigned support cases and maintain accurate records in the company’s tracking system.
- Document all service and installation activities through detailed reports and logs.
Requirements Mandatory:
- At least 5 years’ experience as pre and/or postsale role, or in a similar customer-facing technical role.
- Team player
- Deep knowledge of Networking and IT
- Fluent English – speaking, reading, and writing (other EU languages is an advantage)
- Proven troubleshooting expertise for both software and hardware issues.
- Good knowledge of Windows and Linux
- Availability for traveling – approx. 30% of the time
- Hands-on experience
- Customer facing experience
Advantages:
- Project management capabilities
- Familiarity with OT Networks and SCADA systems
- Database knowledge: MSSQL, MySQL, Oracle, Postgres, Maria DB, etc.
- Experience in the design and implementation of cloud computing platforms such as AWS, GCP, or Azure
- Scripting capabilities
- Experience responding to tenders
Skills Required
- At least 5 years' experience in a customer-facing technical role
- Deep knowledge of Networking and IT
- Fluent English - speaking, reading, and writing
- Proven troubleshooting expertise for software and hardware
- Good knowledge of Windows and Linux
- Availability for traveling - approx. 30% of the time
- Hands-on experience
- Customer facing experience
What We Do
Through our software-enabled hardware platforms, we enable secure and reliable operations, protecting against both today’s cybersecurity challenges and those yet to come. Since 2007, Waterfall Security Solutions has been providing the highest level of protection for critical infrastructure and vital industries. With headquarters in Israel and offices in UAE, Singapore, USA, Europe, and Australia, Waterfall delivers the highest level of OT protection while enabling safe connectivity, visibility, and secure remote access for industrial systems. Waterfall Security safeguards the most sensitive and critical infrastructures across a wide range of industries including Power, Oil & Gas, Water Utilities, Rail, Manufacturing, Facilities, and Mining & Metals. As cyberattacks on critical infrastructure are on the rise, software alone is not able to deliver sufficient protections. Waterfall’s unidirectional technology uses an innovative approach, combining unique hardware paired with dedicated software that provides industrial systems with dedicated protection while still allowing remote visibility and remote access. Attackers are physically restricted with a hardware enforced barrier that that stops OT cyberattacks and shields industrial controls from any outside attempts to plant malicious code or any other harmful activity.
